What do the order statuses actually mean?
Why does my ETA sometimes change?
What does 'usually delivers in' actually mean?
How do I view my contracted price?
My account manager created a custom quote - will I be charged that or my contracted price?
Where should I send my tax exempt form?
What is Direct Supply's remit address?
Who does Direct Supply sell to?
Who does Direct Supply generally not sell to?
What are Direct Supply's business hours?
How do I set up an Account with Direct Supply and place an order?
Who should I contact for help with my DSSI or TELS account?
Order Tracking
What do the order statuses actually mean?
Order statuses exist at the order/PO level and the individual line level.
Purchase Order Status:
- Open: order has been placed, but not yet processed in our system
- In Progress: order has been placed and sent to our supplier for processing and fulfillment
- Canceled: all line items in the order have been canceled
- Complete: all line items in the order have been delivered
Line Level Status
- Processing: entire purchase order is still open or at least one line item has not been completely delivered
- Complete: entire purchase order has been delivered
- Canceled: individual line item has been canceled
- Backordered: individual line item has been placed on backorder due to availability from the supplier
- Closed: the purchase order line shipment status has been closed
Why does my ETA sometimes change?
Estimated delivery dates are subject to change due to supplier inventory availability. If an item goes on Backorder, you'll receive an email notifying you and providing an updated expected delivery date.
If you'd like to cancel your order, you can visit your Order History page.
What does 'usually delivers in' actually mean?
We use an AI model to analyze historical transactions to predict how long an item usually takes to deliver to your area. This is a projection and is not a guarantee of item arrival. Shipment notifications and tracking numbers are more reliable once available.
Pricing
How do I view my contracted price?
If you're not logged in, you will see "market pricing." If you are logged in, you will always see your lowest contracted price.
My account manager created a custom quote - will I be charged that or my contracted price?
Quotes published to store.directsupply.com can vary (usually lower than contract) and will be honored when the customer checks out.
Where should I send my tax exempt form?
Please send your form to fstaxupdates@directsupply.com.
What is Direct Supply's remit address?
Via USPS:
Direct Supply
PO Box 88201
Milwaukee, WI 53288
Via overnight shipment:
Direct Supply Lock Box Payments
BMO Harris LBX 000201
4900 W. Brown Deer Road
Milwaukee, WI 53223
Direct Supply Customers
Who does Direct Supply Sell to?
Direct Supply primarily serves senior living and healthcare organizations purchasing products for professional or facility use.
This includes organizations such as:
Senior living communities
Assisted living providers
Skilled nursing and long-term care providers
Hospitals and clinics
Homecare and home health providers
Hospice organizations
Other healthcare-related organizations purchasing on behalf of a facility or care setting
Who does Direct Supply generally not sell to?
Direct Supply is designed to support organizations purchasing for healthcare or senior living operations, rather than individual consumer purchases.
Direct Supply generally may not be the right fit for:
Individuals shopping for personal or home use
Retail consumers purchasing for their own household
Customers looking for one-time consumer purchases
Shoppers who are not purchasing on behalf of a healthcare or senior living organization
Customers who need products shipped outside of the United States
If you are unsure whether your organization qualifies, Customer Service can help confirm eligibility.
What are Direct Supply's business hours?
Representatives are available Monday through Friday from 8:00am to 4:30pm CST.
How do I set up an Account with Direct Supply and place an order?
To place an order on store.directsupply.com, you must be a member of a healthcare organization, have a Direct Supply account, and be signed in.
To request an account:
Complete the Account Request Form
Our team will review the request and help connect your account to the appropriate organization or location
Once your account is approved, you can sign in to view your pricing, place orders, and track purchases
Who should I contact for help with my DSSI or TELS account?
For DSSI, please visit the DSSI webpage and select Help, or call (866) 316-1046.
For TELS, please the TELS webpage, or call (800) 667-3880.